Knowledge 2024
1056 sessions
Now on Now: Look, no hands! Using intelligence to run a zero-touch ITAM process
<p>We needed hands-free, effective, & cost-efficient IT asset management...and we got it using our own ServiceNow® ITAM products! Learn how our intelligent bots chat with employees who request laptops, freeing up agents to work on more complex requests & incidents. Watch us connect intelligent bot conversations to our zero-touch hardware delivery process & see how we tailor software based on employee roles. You'll learn how hardware assets are automatically created in our ITAM database & assigned to users, with zero human intervention, & how we reclaim hardware & software and use ESG dashboards</p>
Now on Now: How ServiceNow® is optimizing costs in IT using the Now Platform
<p>While we love to celebrate ServiceNow's® explosive growth, to continue scaling, it's critical to watch our margins and costs. But we can't do that without clear visibility of spend. In this session, learn how the Now Platform® makes data easily visible so we can assess and build optimization strategies into everyday work. Learn the strategies we're implementing, like using app rationalization, to optimize IT costs every day...not just every so often! See how everything we do is tied directly to our own Now Platform so we can capture the right data and make smart decisions that cut costs.</p>
CreatorCon Keynote
<p>Let's celebrate the 10th anniversary of CreatorCon. Join the ServiceNow<span style="font-size: 11.0pt;">®</span> Developer Advocates and Pat Casey, Chief Technology Officer and EVP, Dev Ops, as they celebrate you, the community, demo exciting new features, and perhaps a surprise or two. You don't want to miss this!</p>
Now Platform Roadmap: Take work to the next level
This session will include a candid Now Platform® roadmap discussion and demo covering features from the latest Washington D.C. release as well as our vision for the future of our intelligent platform. Learn more about how ServiceNow® is investing in generative AI, automation, analytics, low code, and our extensible platform foundation to enrich and power all of our workflow solutions. Discover how to take work to the next level with smarter, faster, simpler experiences for everyone.
Community AMA series: Business automation using App Engine and GenAI Now Assist
<p>Join this collaborative discussion all about modernizing processes and scaling digital workflow automation with App Engine and GenAI Now Assist for Creators! Gain valuable insights, ask hot topic questions, and get a dive deep into simplifying app development in this exclusive Ask Me Anything (AMA) session, in the Community Pavilion.</p>
App Engine and Automation Engine vision, strategy, and product roadmap
<p>Companies need to adapt to changing business needs and innovate by building new and differentiated workflows to stay competitive. Join this session to learn how ServiceNow® is evolving our App Delivery and Automation portfolio with new low-code, integration, and RPA tooling to connect people, process, and systems for end-to-end automation. Get a first-hand look at new features, including Now Assist for Creator, ServiceNow's GenAI for developers. Hear how Ball Corp is using these capabilities to build innovative solutions, tackling diverse IT and business challenges with impressive results.</p>
Level up your ServiceNow style: Your roadmap to advanced theming mastery
<p>Explore advanced theming in this hands-on lab, focusing on Next Experience custom themes. Join this lab as we navigate through the nuances of enhancing your ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> style with custom themes. Learn when it's best to use different theming tools and walk you through finding specific theming hooks and making changes to themes. Uncover the practical side of theming mastery and level up your color game seamlessly.</p>
Live You & I Builder Live
Get ready for a rollercoaster of UI Builder madness in the first ever LIVE "You & I Builder Live" session! Join us as we embark on a quest to make things work in UI Builder - no promises, just pure live action! Expect memes, fun, and a dash of chaos as we navigate the UI landscape. Will it work? Who knows! But one thing's for sure, it's going to be a wild ride! Catch the usual shenanigans from our live series on YouTube. Buckle up, it's UI Builder time!
Next Experience: Theming Ask the Experts
Jump into the future of theming! Join a Q&A session featuring theming product managers, with a roadmap presentation at the start. Explore expert insights and get a glimpse of what lies ahead in the evolving world of theming. This session is your ticket to a comprehensive understanding of the Next Experience theming landscape.
What’s next? Beyond the core, customer journeys becoming future-ready for Gen AI
<p>In today’s highly competitive market every asset, every customer, every employee touchpoint counts. Companies need to aggressively inject technology into their enterprise strategy to reimagine experiences to differentiate their brand. Join this engaging panel discussion to hear from customers about the importance of understanding, developing, and leveraging roadmaps to deliver seamless digital experiences across the continuum of the transformation journey. This panel will discuss how they used ServiceNow® to delight stakeholders, gain trust, advance their market position, and deepen loyalty.</p>
Academic Partnerships: Ivy Tech: Creating the Job Ready Workforce of the Future!
<p>Looking for job-ready, early in career talent? Learn how Ivy Tech prepares its students to land successful IT Help Desk Careers across multiple campuses in partnership with ServiceNow. The blend of Ivy Tech’s academic curriculum and ServiceNow’s hands-on professional courseware that incorporates practical application labs and industry certification creates students with the knowledge and skills employers require. Learn how this innovative course was designed, lessons learned, and how to replicate at your institution and create your own talent pipeline!.</p>
Application deployment: AEMC managing it all by configuring the pipeline
<p>Development to production via a pipeline for app engine studio apps, and how to get away from Update sets for Citizen developers. This includes an overview of app intake, collaboration requests and deployment requests. As this will give you everything you need to understand and get an app deployed using the AEMC pipeline.</p>
Technology Product Roadmap
<p>In today's competitive landscape, Technology Providers must optimise customer value while managing costs. Be the first to hear ServiceNow’s vision for industry-specific capabilities that will shape the future of customer service and operations for Tech Providers.</p> <p>Innovation highlights:</p> <p>–Drive value throughout a customer’s journey with account lifecycle events and customer value management</p> <p>–Deliver next-generation service management using seamless workflows powered by Service Bridge</p> <p>-Accelerate lead-to-cash, reduce costs, and improve experiences with a unified platform</p>
Innovation through micro-transformation: Giving clinical time back to clinicians
<p style="margin-left: 48.0px;"><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;">Healthcare organisations are regularly facing workforce shortages, and their workforce is not growing at the rate demand requires. These ongoing challenges are pressuring healthcare leaders to focus on the efficiency gains of digital health. Join our session to hear the story of two of the first global adopters of the </span></span><span style="font-size: 11.0pt;">ServiceNow® </span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"> Healthcare & Life Sciences Management. With the help of Deloitte, these organisations created operational efficiency; automating clinical and non-clinical workflows and giving time back to clinicians to focus on what truly matters – patient care. </span></span></p> <p><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"> </span></span></p> <p> </p>
360 Exchange: Wait, Wait, Don't Breach Me! Tune up security with ServiceNow Vault
In today’s digital landscape, protecting sensitive data and securing your ServiceNow instances are paramount concerns for organizations of all sizes. Join us for an insightful discussion as we explore how ServiceNow Vault can fortify your security posture and safeguard your instance against potential threats and vulnerabilities. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
Smashing advancement barriers: Embracing progression beyond perceived limits
<p>With women holding only about 26% of senior-level positions at Fortune 500 companies, the under-representation of women in the upper part of the earnings distribution is fairly obvious. It is discouraging when talent is left on the table when women are not placed in deserving leadership positions due to gender bias.</p> <p>This Women in Tech round table discussion is aimed towards encouraging, empowering and inspiring women to break through advancement barriers and cultivate an environment where their contributions are recognized and rewarded. This consequently will lead to a more equitable and inclusive professional landscape. If this resonates with you, join us to share your thoughts and experiences and take back learnings and insights to bolster your career progression.</p> <p><em>Seating is limited</em></p>
Unite business and contractors on Field Service Marketplace
<p>Identifying the right workforce at the right time is an existing problem in Field Service business. With <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> Field Service Marketplace, businesses seeking specific services with contractors can identify, collaborate, assign and hence offer a convenient and efficient way for both parties.</p>
Unite business and contractors on Field Service Marketplace
<p>Identifying the right workforce at the right time is an existing problem in Field Service business. With <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> Field Service Marketplace, businesses seeking specific services with contractors can identify, collaborate, assign and hence offer a convenient and efficient way for both parties.</p>
Banking on automation: AutomatePro boosts Deloitte FSO speed
Join us to hear how AutomatePro, a powerful ServiceNow® Test Automation & DevOps tool, partnered with Deloitte to streamline the transformation process for customers. We'll dive into how AutomatePro's capabilities, coupled with Deloitte's proven FSO (financial services operations) approach, delivered: Increased Speed: Reduced implementation timeframes and accelerated time-to-value. Enhanced Quality: Automated testing ensured consistency and reduced risk of errors. Continuous Deployment: Unveiling how AutomatePro deploys to FSO, creating a repeatable delivery model for future clients.
Realize value faster with ServiceNow Impact
Join this session to learn how ServiceNow® Impact accelerates time to value on the Now Platform®—by combining expert coaching, personalized insights and recommendations, peer benchmarking, technical support, role-based training, and curated content—all delivered in a personalized digital experience.
Drive better in-person collaboration with employee presence
Learn how Workplace Service Delivery's newly released employee presence capabilities help organizations foster purposeful in-person collaboration. By surfacing key details around collaborator presence and routines, employee presence empowers employees with the data they need to make informed decisions on workplace presence. (REPEATED SESSION)
Drive better in-person collaboration with employee presence
Learn how Workplace Service Delivery's newly released employee presence capabilities help organizations foster purposeful in-person collaboration. By surfacing key details around collaborator presence and routines, employee presence empowers employees with the data they need to make informed decisions on workplace presence.
Enhance Workplace Employee Experience with Interactive Maps
<p>In this workshop, you will gain hands-on experience in creating Indoor Maps while managing the lifecycle of your files with our new AutoCAD editing and export tools. You will also learn to configure Workplace Service Delivery to provide employees with map-based experiences for room reservation, wayfinding, case raising, and desk move requests.:</p> <p>• Streamline CAD drawing updates with AutoCAD editing and export tools</p> <p>• Configure maps for optimum room reservations and mobile wayfinding</p> <p>• Leverage maps to raise facilities cases • Simplify employee desk move requests</p>
Mixing legacy and innovation: A brownfield approach for Telecom Order Management
<p>In the rapidly evolving landscape of telecommunications, adapting and streamlining operational processes is paramount. Facing the challenge of transitioning from a SalesForce environment with a complex 300+ product catalog making up thousands of unique offerings, C Spire embarked on a transformative journey to seamlessly integrate these existing assets into the <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">Now Platform®</span></span>. The session delves into the intricacies of the brownfield approach, highlighting the strategic decisions and innovative solutions employed by C Spire to harmonize the disparate product catalogs.</p>
How to manage a 50k sq ft fulfillment center with Hardware Asset Management
<p>HAM is delicious but managing a fulfillment center with Hardware Asset Management is more fulfilling. In this session, T-Mobile will show you how to manage a plethora of retail stores and an inordinate amount of end-user computers using hand held scanners, the Now Agent app, and HAM Pro!</p>
How to deliver strategic outcomes with SPM
Join us for a thought-provoking discussion about the many benefits of using SPM: to improve business performance by aligning investments with the organization’s strategic priorities; to ensure all work is strategically aligned from ideation to delivery across the value lifecycle; and to gain confidence that teams are continuously aligned, collaborating, and working efficiently to achieve desired business outcomes.
Visualize plans, increase team collaboration, and centralize your work with CWM
We know that teams work best without silos and when they can come together within the right tool with full visibility. With a constant need for innovation, workers need flexibility to manage their work and collaborate effectively. ServiceNow Collaborative Work Management (CWM) is the tool that teams need to succeed.
360 Exchange: Getting Started with Now Assist, GenAI Experiences
Discover Now Assist, ServiceNow’s generative AI, designed to enhance user productivity and efficiency through conversation and proactive experiences. Alongside your peers, expert presenters will guide you through the myriad possibilities of these innovative features, demonstrating how they can empower your organization today. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
All-in with GenAI: Global Public Sector Interactive Session
<p>From sci-fi buzzword to mission imperative in less time than some complex procurements, GenAI is revolutionizing how the Public Sector functions. The impact of GenAI on the mission is as varied as the missions themselves. This session shines the spotlight on the most important attendee at Knowledge24 – you! Whether you’re starting your GenAI journey or if you’re already deploying solutions at scale, join your Public Sector peers for a social and interactive session. We’ve designed this session as a unique forum where you can share your thoughts and capture the full vision and landscape from your peers.</p>
Vulnerability Response Roundtable
<p>Join us for a facilitated discussion surrounding Vulnerability Response with featured facilitators from ServiceNow's Now on Now team.</p>
Service Graph Connector
Service Graph Connectors (SGC) allows customers to bring data from tools they already have in their environment in a very seamless experience and results in a better, more complete, healthier CMDB. Structure: Ask any question about SGC, our experts will provide answers Talk about SGC and SGC Central roadmap
Gen AI + Chatbot Magic: From novice to virtuoso in 90 minutes!
<p>Embark on a thrilling journey with us as we transform user experience using ServiceNow's Virtual Agent chatbot & Gen AI! This low-code session unveils the secrets of crafting powerful virtual agent conversations in just 90 minutes. The journey will begin with the basics of setting up a new virtual agent conversation, followed by the introduction of Natural Language Understanding (NLU) and ultimately the infusion of Gen AI to deliver a dynamic, human-like chat experience.</p>
GenAI for customer experience across industries
<p>GenAI promises to transform every industry, every department and every role. In this session, learn how GenAI on the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">Now Platform®</span></span></span></span> can transform customer experiences with dependable self-service or unlock agent productivity gains. Hear specific industry use cases to learn how to can leverage GenAI to address the most pressing customer experience challenges.</p>
GenAI for customer experience across industries
<p>GenAI promises to transform every industry, every department and every role. In this session, learn how GenAI on the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">Now Platform®</span></span></span></span> can transform customer experiences with dependable self-service or unlock agent productivity gains. Hear specific industry use cases to learn how to can leverage GenAI to address the most pressing customer experience challenges.</p>
Digital Employee Experience (DEX) for IT Service Operations
Digital employee experience (DEX) is becoming the linchpin of modern workplaces, influencing engagement, productivity, and retention. Organizations must navigate challenges like technical complexity and cultural change while striving to provide user-friendly tools and personalized interactions. See how the new DEX product helps maintain the employee experience as the digital landscape continues to evolve.
Customer Experience (CX) Trends in the GenAI Era
Customer expectations for great service experiences have never been higher. Hear the top 5 revelations about the current customer service experience backed by survey data of nearly 6,400 customers, agents, and CX leaders across the world. Highlights include top customer expectations, what agents need most, biggest challenges facing CX leaders, and the benefits of AI today and in the future.
Customer Experience (CX) Trends in the GenAI Era
Customer expectations for great service experiences have never been higher. Hear the top 5 revelations about the current customer service experience backed by survey data of nearly 6,400 customers, agents, and CX leaders across the world. Highlights include top customer expectations, what agents need most, biggest challenges facing CX leaders, and the benefits of AI today and in the future.
Global Public Sector Spotlight: Accelerating Emergency Management
<p>Agencies focused on public safety and emergency management must respond quickly with transparency to serve their communities. Learn how the California Department of Toxic Substances Control is breaking free from the status quo and embracing change to drive operational excellence for the CA EPA. Hear how modernization through a single, unified platform impacted their agency - from cost efficiency to procurement to rapid onboarding of the right talent.</p>
Reduce MTTR during incidents with Observability and Log Anomaly Detection
Logs are everywhere, but are an extremely noisy, high volume, and high cost way for teams to troubleshoot errors, especially with cloud-based applications. In this demo, learn how to automatically detect anomalies in a cloud infrastructure and application logs with the GA integration between ITOM Health Log Analytics (HLA) and ServiceNow® Cloud Observability—and how teams can search and query logs in a few clicks with Cloud Observability.
Lab: Achieve operational resiliency in the cloud with AIOps and Observability
In today's hybrid IT landscape, managing operational resilience across on-premises, cloud, and cloud-native applications can be a major challenge. This lab delves into utilizing the seamless integration between ITOM Health Log Analytics (HLA) and ServiceNow® Cloud Observability to proactively detect and address anomalies across your entire cloud and application infrastructure, solution architecture, and technical installation. At the end, attendees will understand how the solution can help teams predict and prevent outages and shorten mean-time-to-repair.
Building a compliant smarter world with ITOM and ITSM at NXP semiconductors
While SOX compliance often seems outside the IT realm, NXP is leveraging ITOM by onboarding 24 SOX-relevant critical business apps with tag-based service mapping. This session will cover how to set up governance around creating Business Application and Application Services and how to build catalog items to easily onboard new apps by application owners. Learn how to integrate ITOM, ITSM, SecOps, and more to ensure availability, security, and compliance. This session will include tips for how ServiceNow® can help with other external and internal compliance mandates and share how we are planning to use Now Assist for ITOM with Gen AI.
Accelerate revenue and lower costs with Sales and Order Management for Telecom
<p>Telcos today deal with complex product portfolios, rapidly evolving market conditions, and a growing customer demand for innovative offerings making sales and order management challenging. Siloed systems and inadequate solutions for managing orders impede agility, drive up costs, stifle growth, and ultimately create poor customer experiences. Hear from leading Telcos how they are creating one continuous value stream by managing the entire opportunity-to-renewal lifecycle with ServiceNow—helping them boost revenue, improve customer satisfaction, and increase productivity. </p>
How to accelerate ServiceNow adoption
<p>Understand <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> capabilities with the Impact Capability Map and Product Adoption Roadmap. Gain insights into ServiceNow products and capabilities to enable strategic planning for maximum impact.</p>
Configurable workspace leading practices for a productive user experience
<p>The <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> Configurable Workspace is a powerful and flexible tool built to support dynamic workflows. To fully harness the potential of the Configurable Workspace, this session will guide through the foundational principles, and understanding of core components, layouts, and templates. Attend to learn how to utilize the out-of-the-box templates and make informed decisions on how to define a layout that serves users’ needs.</p>
Automation Engine roadmap, what's next for you
<p>This session will share the upcoming Automation Engine roadmap focusing on all of our capabilities offered under the Automation Engine umbrella. Topics covered: lowering the bar on integration spoke generation for Integration Hub, providing better insights on all your automations with Automation Center, offering Bots for anyone with RPA Hub, egress and ingress of large data volumes with Stream Connect for Apache Kafka, convert Automation Opportunities easily with Automation Assist or use process mining for external apps. In just 60 mins., you will be up to speed!</p>
Boost compliance with global data privacy laws with ServiceNow and RadarFirst
<p>To help efficiently and consistently comply with legal obligations after a privacy breach, attende to see a showcase of the Privacy Case Management integration with RadarFirst. Patented Radar® Privacy capabilities automate risk assessment, provide a risk score based on unique incident factors (including the type of PI involved), and automate the sharing of crucial details. Reduce notification time and lower risk of non-compliance and fines – all within <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> Privacy Management.</p>
A prescription to innovative success: Vertex's journey to a novel unified portal
In Sept. 2023, Vertex introduced the newest evolution of My Vertex – expanded beyond HR, payroll & stock to become a centralized location for all service needs and support. In listening sessions, employees shared accessing information and services had become increasingly fragmented and frustrating. As the company scaled for the future, it needed a solution that created a unified, simplified experience, eliminated complexity, bridged gaps across teams and streamlined access to services. My Vertex, a personalized portal with 3M views in four years and a 90% positive feedback rating, became the solution.
Common Service Data Model
CSDM is the data model guidance all ServiceNow customers have been waiting a long time and most are well down the road adapting to. Structure: Ask any question about CSDM, our experts will provide answers. What can they learn from the experts now What is on the horizon
Realize value faster with ServiceNow Impact
<p>Learn how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> Impact accelerates time to value on the Now Platform®—by combining expert coaching, personalized insights and recommendations, peer benchmarking, technical support, and curated content—all delivered in a personalized digital experience.</p>
Transform Data into Actionable Insights with Now Platform's Cutting-Edge Analytics Experience
<p>Join us in exploring our new Platform Analytics experience, where cutting-edge analytics seamlessly transform data into actionable insights within the Now Platform. Highlights include a data source agnostic unified visual designer, an in-line dashboard editor with proactive insights, and Signals' capability to identify crucial data points amidst the data noise. Additionally, leverage Workflow Studio-built actions triggered by analytics, enabling platform actionability. Opt-in to Platform Analytics and migrate existing analytics data and gain insights into user behavior across portal, mobile, and web applications using our User Experience analytics.</p>
